Commercial and Business Insight

Customer Experience has evolving fast pushed by the pandemic Covid-19. Companies of all stripes have invested heavily in tools and technologies to help them understand their customers more deeply and to gain the advantages of superior customer experience (CX). However, eventhough the CX technologies have risen fast, many companies are still doing the old way in measuring their customer happiness such as using NPS (Nett Promotor Score) survey. If this has gone old way, how the future of CX looks like? 1. Predictive Consumer Insights is The Future Why you need a survey to ask customers about their experiences when data about customer interactions is available and can be used to predict satisfaction? Some CX leaders have taken the plunge and have begun making use of the data on offer, drawing valuable insights that can prompt alerts and guide swift action to improve customer experiences. 2. Increasing adoption of Unified Omnichannel CX Platform Companies are getting frustated of managing ...

OKR and BSC are popular frameworks in strategic management. Many organizations have adopted the frameworks and gain benefit from the implementation. Then which one is better? Should we choose only one of it? Which one is most appropriate to our business? These question has arisen many times by business strategist when they're comparing OKR and BSC. Both frameworks have their own advantages. Therefore instead of endlessly comparing one to each other, in this article, I give my perspective on aligning OKR into BSC to create much more powerful Strategic Management Framework. The History Balanced Score Card or BSC is a framework for strategic management that has been adopted almost 30 years by thousands of organizations in many countries. The framework was first introduced by Robert Kaplan and David Norton was taken from their article in Harvard in February 1992. In 1996 Kaplan and Norton published a book with a title The Balanced Scorecard: Translating Strategy Into Action to be used...

Every business needs a growing and stable revenue for sustainable business growth. Having growing and stable revenue always start with a healthy sales pipeline. However, according to Hubspot, generating a healthy sales pipeline is one of the top marketing and sales challenges. 63% of Marketer say that Generating Leads and Pipeline is their Company's Top Problem This is where Demand Generation come to play. If you do it well, demand generation can create awareness with your desired audiences, deliver more qualified leads to your sales team, and help link your marketing efforts to revenue. WHAT IS DEMAND GENERATION Demand generation is an umbrella term for a range of marketing activities that drive long-term engagement—including demand creation, demand capture, and sales enablement. It can create interest in your products or services to build a healthy pipeline of qualified leads for your sales team This comprises of a series touchpoints designed to raise awareness of customer challe...

For more than a decade, B2B Marketer has been focusing on building brand and generating leads for the business. Brand building and lead generation is definitely an important aspect, however, both of them only cater to the upper funnel. As a marketer, you may drive tons of leads from your marketing activities such as webinars, SEO, SEM, Paid Ads, Content, or other lead generation approaches. But do those leads really want what you have? Without a demand generation plan, they may never realize they do. With an effective demand gen plan, they’ll pay attention, engage with you and – if you get it all right – become a customer. A demand generation plan is like the perfect marriage between the marketing and sales funnels. It helps bridging everything from the first interaction with prospects to the point a qualified lead becomes a customer. A great marketer doesn't only care only about filling up the top funnel. Because what do Sales team really want is the opportunity. I always see sale...

Growth Hacking is a popular word among start-up companies. For those who are not familiar with the growth hacking, by definition is activities to achieve massive growth, in a short time, with a low budget. It sounds impossible, isn't it? Actually it doesn't. There are some companies that have tremendous growth by using growth hacking technique. One of the examples is Facebook Even though growth hacking has only been around a few past years, but it's already in the spotlight. There are many companies range from start up to corporate are trying to replicate this technique. The reason is very clear. They would like to acquire users and dollars in very ridiculous fast. In this article, I would like to share my knowledge and experience in conducting Growth Hacking and give some practical tips. But please bear in mind that nothing is a golden bullet. You've to make an experiment with your business, to know where your growth leverage coming from. I'll divide the article in...